Technical Customer Success Manager

Modash; Toronto; Hybrid; CAD 85,000 - 115,000; Full time

Benefits offered by this job

Flexible working hours

Unlimited paid vacation time

Fully remote working

Personal development

Ownership

Job summary

Modash is hiring based in Toronto, Canada to join our Technical Customer Success team. You will own the entire journey for API customers, from onboarding to expansion, acting as an extension of the customer's team, and driving long-term value.

You’ll manage a portfolio of customers using Modash APIs, lead discovery calls, build integration plans, troubleshoot issues, and coordinate across Product, Sales, Support and Engineering to ensure successful outcomes and growth opportunities.

Qualifications

• 2+ years in Technical Customer Success, Account Management, or similar role
• Experience with APIs or data products
• Clear, concise communicator who simplifies complex concepts
• Proactive, organized, and comfortable working without a strict playbook
• Ownership mindset: drives outcomes when things get messy

Responsibilities

• Own the onboarding and ongoing success for API customers
• Run regular customer calls and maintain momentum toward goals
• Create clear success plans with milestones and owners
• Manage a portfolio of customers and drive expansion and renewals
• Coordinate with Product, Sales, Support and Engineering to remove blockers

Job description

• We currently have two Technical CSMs in Canada and one in Europe, and we’re hiring another based in Toronto, Canada. Your job is simple to explain and hard to do well: help customers turn Modash data into successful products, and own the outcome when getting there gets messy
• You’ll own the entire journey for our API customers: from onboarding and adoption to expansion and long-term growth. Doing this well means becoming an extension of their team: understanding what they’re building, where they’re going, and how Modash can help them get there
• You’ll manage a portfolio of customers using one or both of our APIs. Success is measured mainly through Net Revenue Retention (NRR) and the work that drives it
• Build clear success plans with goals, priorities and next steps
• Run regular customer calls and proactively keep things moving
• Understand what customers are building and help them use the right data and endpoints
• Troubleshoot technical issues and own getting them resolved
• Spot risks early and create a plan
• Find new ways Modash can help customers grow
• Own expansion end-to-end, from spotting the opportunity to closing the upgrade
• Own renewals and keep your accounts organised and up to date
• Once a customer buys Modash, you’ll become one of their closest partners here
• Run a strong Sales → CS handover
• Understand what they’re building and what success looks like
• Create a clear integration plan with milestones and owners
• Help them make the right technical decisions and remove blockers
• Help them get to first value quickly
• Leave every interaction with clear next steps, owners and dates
• You’ll be the voice of your customers internally
• You’ll work closely with Product to bring them clear customer problems and opportunities, connect customers for discovery and testing, coordinate with Sales on expansion, work with Support and Engineering on technical issues, and help Marketing turn what we’re learning into useful customer resources
• Even when other teams are involved, you own driving the customer outcome forward
• The tools you’ll use:
• Vitally → Customer Success CRM
• Notion → internal knowledge
• Intercom → customer communication and support
• Stripe → subscriptions and invoices
• FullStory → debugging and customer behaviour
• Calendly → scheduling

Benefits

• Flexible working hours
• Unlimited paid vacation time
• Fully remote working
• Personal development
• Ownership

Strong written and spoken EnglishComfortable discussing APIs, integrations and data flows. You don’t need to code, but you should be technically curious to understandYou’re commercially minded and naturally look for ways customers can get more value and grow their business2+ years in Technical Customer Success, Account Management, Technical Account Management, or a similar customer-facing roleExperience working with APIs or data products, or a background in a technical, product management or product owner roleYou’re a clear, concise communicator who can make complicated things simpleYou lead customers, rather than simply support them. You ask good questions, understand the real problem and help decide what happens nextYou’re proactive, organised and comfortable working without a perfect playbookYou take ownership. When something gets messy, you simplify it, make a judgement and drive it to an outcomeExperience with creator data or creator marketingExperience owning renewals and expansionSome coding or data experience, such as reading code, writing small scripts or SQL